Calls in Que and Announcement Recording?

[ScoTTeL]

Here is my scenario!

I have a client running a small outbound call center from his Legend R7. He has a request to set up a couple of stations for inbound calling and assigning 7 trunks with centrex rollover to those couple of stations. When the stations are busy, they need to go into a hold que with a digital announcer playing recordings while waiting. This system also has a Merlin Mail R3 attached.

I have a Avaya 15A digital announcer to use for the recordings.

1. How do I set up a call que?
2. How do you interface a 15A with a Legend calling group?

I got the 15A from a large system I purchased that was parted out, so it must have worked. The manual from AVAYA says it will work with Legend, but instructions are written for Definity interface to trunk lines.

Can I have a call que set up without programming a QCC operator in the whole mess?

I am out there on this one!
Any ideas to focus me in the right direction would be great!

 

[Pepperz]

The call queue is set up with the calling group features. Set up 1 secondary announcement, and several primary announcements.
Each announcement is a tip ring port which goes into your digital announcer. There are probably 4 ports on the digital announcer, and if so set three to the same primary announcement recording, and 1 to the secondary announcement recording. Test that first so that if you call the appropriate analog ports you'll hear the appropriate recordings.
Once done, go into the calling group features, and assign the tip ring ports for the primary and secondary announcements. Set up the queue controls so that you have a desired delay time between the primary and secondary announcements, and set up a repeat delay time if desired.
It should work like this: Lines answered by calling group playing one of the primary announcments, if nobody available, in delay time, then play the secondary, if nobody in delay time, repeat secondary. At any time during this flow, if someone is available, call goes immediately to them. Finally, have the calling group overflow to your QCC if desired, under the overflow options, with the desired time.
Once you get used to it, it works pretty cooly. TipHelp@charter.net

 

[ScoTTeL]

So by creating a calling group and assigning lines to it, the switch will hold calls in que when all callers are busy? I don't need to do any ellaborate QCC hokis pokis?

Thanks for the instructions on the announcer! That clears alot up!

 

[Pepperz]

With a calling group with queue contrtols set properly, the call is answered, and then allowed to "stack up" in a queue until an available member is present. This continues until the overflow threshold is exceeded, then it goes to the QCC, Voice Mail or whatever you have set to "catch" the overflow. TipHelp@charter.net

 

[ScoTTeL]

Which threshold? There is a overflow for the calling group, and a que threshold.

I want the overflow to go to voice mail. I set overflow to 773 calling group. Set members to 710(adjunct) added 710 to the vice mail group cover(30) and created a mailbox for ext 710. Should this catch the overflow past the limit set for calling group(772, backed by announcer unit)?

I set the limit to 2 to try out and it did not go to VM, just kept stacking in the announcer que.

What am I doing wrong?